Global Entertainment Brand

Client Need

Games Buyer Industry Survey.
Target audience: video and hand held game decision makers for major high street retailers.

Objectives

• Understand the needs of supply chain decision makers.
• Benchmark client service levels against previous research.
• Identify and measure client performance against competitors.
• Confirm drivers for best practice.
• Identify customer needs to achieve "best in class".

CSM Delivered

Email invitation to Online survey, with telephone follow up, B2B.

Results

• 92.6% response rate, respondents represented 96.2% of sales.
• Strategic re-alignment of services to customer needs.
• Customer service drivers ranked against market needs.
• Clear service benchmarks identified and adopted as future KPI's.

Client Benefit

The client confirms the focused achieved, from the insight delivered by CSM over three years, has contributed to an increase in turnover from $XM to $YYM.  Client has signed for 2009, year four of our relationship.

CSM would like to help you achieve similar results.  Call Oakleigh for an informal chat:

FREE PHONE 0800 970 9970